Analyzing call activity with the Talk Professional dashboard

With the Zendesk Talk dashboard, you can view details about current queue activity, account-wide activity for the current day, and individual agent activity. Filter by numbers and agent groups or compare graphs of two metrics to get further insight.

Viewing current queue activity

Viewing an overview of account call data

The Overview section displays additional metrics on your account's call activity from midnight to midnight for the current day. The time zone is based on your Zendesk Support account settings. For details on each metric, see Zendesk Talk dashboard metrics reference.

The Overview section updates every five minutes or when you refresh the page in your web browser.

Select two metrics to compare from the drop-down menus above the graph.

Click the - symbol to remove the second metric.

Hover over part of the graph to see details for a specific time increment.

Viewing agent activity for Talk Professional

The Agent Activity section shows a summary of call activity and current availability status for each agent. If you have selected a number, the Agent Activity section will list all agents in every group the number is routed to. For details on the metrics in this section, see Zendesk Talk dashboard metrics reference.

14 Comments

all very useful but I want to be able to have one of my large office screens with available agents, agents on a call and wrap up agents showing. When filtering on call agents disappear to the bottom and off the bottom of my screen. is there an app where you can configure your own dashboard?

I answered your question on the other thread you had posted to, but I'll share it here as well in case anyone else comes across it:

Zendesk doesn't currently offer any official apps to do this. However, another Zendesk Community member recently created a monitor dashboard display using the API; you might want to check out that solution and see if it would help you out.

Currently the Talk Dashboard is limited to just the real-time results of that day. If you wanted to go into specifics of a previous date range then you would want to run a custom report within Insights.

Thanks for reaching out! Unfortunately, custom activity statuses are not presently on the Zendesk roadmap of features to be implemented. If you'll share your specific use-case for wanting these statuses, I'd be happy to pass along that feedback to our Product team!

Yes. I would like to create a report in Insights to see how much Total Online Time agents have over a period of time. It would be valuable view Total Online Time from a historical standpoint to get a better picture of agent activity. It seems that the only option currently is to go to the dashboard at the end of each day or track it by entering data into a spreadsheet.

We do always want to know how our customers are wanting to use the product and what sorts of information tracking would be beneficial. While it's great to have your feedback here on this post, I would also encourage you to make a post on our product feedback forums along with some information on how your business would benefit from this added functionality. Knowing not only what accounts are wanting for features but also the end-goal and purpose behind them helps our development teams prioritize tasks and develop new features to best serve the needs of our customers.